Overview In this role you will design and maintain the staffing model for the Retail Banking network to ensure optimal coverage for service and sales goals. You will own the Verint platform and drive centralized scheduling to create efficiency and capacity across branches. You collaborate with Retail leadership to align staffing with demand, analyze workforce data, and drive continuous improvement. This is a data-driven, impact-focused role that shapes how the branch network meets customer needs and business objectives.
Responsibilities- Administer and optimize the Verint workforce management platform (forecasting, scheduling, reporting)
- Develop and maintain the retail staffing model aligned with transaction volume and customer demand
- Create centralized scheduling frameworks to improve banker productivity and free manager capacity
- Partner with Retail leadership to align staffing with sales and service expectations
- Analyze workforce data (traffic, transactions, appointment trends) to recommend staffing adjustments and efficiencies
- Establish scheduling standards and governance across the retail network
- Monitor adherence, scheduling effectiveness, and productivity metrics to drive continuous improvement
- Provide insights into capacity gaps and optimization opportunities
Key requirements- Strong analytical mindset with ability to translate data into staffing decisions
- Deep understanding of workforce management in retail/contact center/service
- Proven ability to influence leaders without direct authority
- High attention to detail and strong organizational skills
- Ability to balance operational efficiency with employee experience
- Experience with Verint or similar workforce management platforms
- Advanced Excel (pivot tables, forecasting, scenario analysis)
- Data visualization/reporting tools (Power BI)
- Scheduling methodologies and forecasting techniques
- Bachelor's degree in business, finance, analytics, HR, or related field; 5+ years in workforce planning or related areas
- Experience in multi-location or branch-based environments preferred
- Experience with workforce optimization platforms (Verint)
- Leadership and stakeholder management skills
- Continuous improvement mindset
- Analytical mindset
- Influence without authority
- Attention to detail
- Verint Workforce Management
- Advanced Excel (pivot, forecasting, scenario analysis)
- Power BI
